IT Support Analyst
Stand Together
Stand Together is a dynamic and mission-driven organization committed to driving positive social change and empowering individuals to overcome barriers. Join our team and be part of a collaborative community that values innovation, personal responsibility, and the power of bottom-up solutions. Together, we will create a society that fosters opportunity, dignity, and well-being for all.
We are looking for a highly skilled, hardworking, self-starting professional that is organized and excited to support our community as an IT Support Analyst. The IT Support Team provides a world-class customer service experience to all members of our community. We are the onsite team working to deliver top-tier IT support and equipment service operations. We proactively collaborate to maintain our meeting spaces and pride ourselves on effective inventory stewardship. The ideal candidate will enjoy working with a community whose vision is a society where every person can realize their potential. The IT Support Analyst provides top-notch service to our end-users when tickets are submitted to our ticketing system, or by walkup and phone. Through creativity and empathy, while leveraging your critical thinking skills, you will analyze, investigate, and resolve a limited scope of issues. You will utilize training and knowledge base articles to route out-of-scope issues to another team when needed. You will need to have a strong technical aptitude, be extremely responsive to end-users' needs, and work well in a team. This position is full-time and required to work on-site in our Arlington, VA office.
Your Responsibilities IncludeRegister and document user issues reported via walkup, phone, web portal, and email in our ticketing systemClassify incidents based on severity and priorityUtilize existing Knowledge Base, articles, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team within established SLAsProvide deskside support via equipment delivery, desk set-ups, and inventory management, troubleshooting and break-fixesProvide on-site support for conference rooms and supporting technologiesCommunicate with the end user as required, keeping them informed of incident progress and impending changesHelp end users succeed by delivering world class customer service through the management and execution of documented and approved service requestsKnowledge and Skills You Bring to the OrganizationAt least 1 year of work experience as an IT technicianFamiliarity with ticketing systems, preferably Jira Service ManagementKnowledge of standard office software such as Microsoft Office, Outlook, Microsoft Teams, etc.Knowledge of standard collaboration technologies such as Microsoft Teams, Zoom, and Conference Room technologiesKnowledge of Microsoft administration tools such as Active Directory, Microsoft Admin Portal, Exchange Admin Console, and Endpoint ManagerKnowledge of both Windows PC and MacBookGood knowledge of Internet security and data privacy principlesStrong interpersonal skills including high emotional intelligence and a professional demeanorUnderstanding of support tools, techniques, and how technology is used to provide IT servicesAbility to multi‐task and adapt to changes quicklySelf‐motivated with the ability to work in a fast-moving environmentEagerness and demonstrated ability to learn existing and emerging technologiesWhat We OfferA meaningful career where your work will improve the lives of millions of AmericansA vision-driven organization of over 1,000 employees across the country who are dedicated to improving the lives of othersCompetitive salaries and bonuses. Our salary and bonus strategies are aligned to the value you create, not a standardized bell curveGenerous 401K match - 6% match with immediate vestingCompetitive Our flexible time-off policy allows all employees to take planned and unplanned time off as neededMileage reimbursement for business travel separate from your commuteCommuter assistance plans to offset the cost of commuting into our headquarters (on-site parking or metro)Opportunities for professional development and mentorship that can strengthen your effectiveness through Principle Based Management and other industry specific programsStand Together helps social entrepreneurs supercharge their efforts to help people improve their lives. We connect them with passionate partners and the resources necessary to make a greater difference. Through our philanthropic community, we tackle some of the nation's biggest challenges so that every person has the opportunity to realize their extraordinary potential. Stand Together partners with people from diverse perspectives and backgrounds—including people in education, business, community non-profits, and public policy—to accomplish more together than any of us could on our own. Our Values Working at Stand Together is different from many other organizations. We have a relentless commitment to a culture based on a business philosophy called Principle Based Management® (PBM®). Informed by the principles that allow a free and open society to flourish, PBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. We believe that diversity in experiences, perspectives, knowledge and ideas fuels creativity, broadens knowledge, and helps drive success. That’s why we’re proud to be an equal opportunity employer and strive to treat all employees and applicants with honesty, dignity, respect and sensitivity. We welcome all qualified applicants regardless of color, race, religion, religious creed, sex, gender or gender identity, gender expression, sexual orientation, national origin, citizenship, ethnicity, ancestry, age, physical disability, mental disability, medical condition, pregnancy (including medical needs which may arise from pregnancy, childbirth, or related medical conditions), military and veteran status, genetic information, marital or familial status, political affiliation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
We are looking for a highly skilled, hardworking, self-starting professional that is organized and excited to support our community as an IT Support Analyst. The IT Support Team provides a world-class customer service experience to all members of our community. We are the onsite team working to deliver top-tier IT support and equipment service operations. We proactively collaborate to maintain our meeting spaces and pride ourselves on effective inventory stewardship. The ideal candidate will enjoy working with a community whose vision is a society where every person can realize their potential. The IT Support Analyst provides top-notch service to our end-users when tickets are submitted to our ticketing system, or by walkup and phone. Through creativity and empathy, while leveraging your critical thinking skills, you will analyze, investigate, and resolve a limited scope of issues. You will utilize training and knowledge base articles to route out-of-scope issues to another team when needed. You will need to have a strong technical aptitude, be extremely responsive to end-users' needs, and work well in a team. This position is full-time and required to work on-site in our Arlington, VA office.
Your Responsibilities IncludeRegister and document user issues reported via walkup, phone, web portal, and email in our ticketing systemClassify incidents based on severity and priorityUtilize existing Knowledge Base, articles, or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team within established SLAsProvide deskside support via equipment delivery, desk set-ups, and inventory management, troubleshooting and break-fixesProvide on-site support for conference rooms and supporting technologiesCommunicate with the end user as required, keeping them informed of incident progress and impending changesHelp end users succeed by delivering world class customer service through the management and execution of documented and approved service requestsKnowledge and Skills You Bring to the OrganizationAt least 1 year of work experience as an IT technicianFamiliarity with ticketing systems, preferably Jira Service ManagementKnowledge of standard office software such as Microsoft Office, Outlook, Microsoft Teams, etc.Knowledge of standard collaboration technologies such as Microsoft Teams, Zoom, and Conference Room technologiesKnowledge of Microsoft administration tools such as Active Directory, Microsoft Admin Portal, Exchange Admin Console, and Endpoint ManagerKnowledge of both Windows PC and MacBookGood knowledge of Internet security and data privacy principlesStrong interpersonal skills including high emotional intelligence and a professional demeanorUnderstanding of support tools, techniques, and how technology is used to provide IT servicesAbility to multi‐task and adapt to changes quicklySelf‐motivated with the ability to work in a fast-moving environmentEagerness and demonstrated ability to learn existing and emerging technologiesWhat We OfferA meaningful career where your work will improve the lives of millions of AmericansA vision-driven organization of over 1,000 employees across the country who are dedicated to improving the lives of othersCompetitive salaries and bonuses. Our salary and bonus strategies are aligned to the value you create, not a standardized bell curveGenerous 401K match - 6% match with immediate vestingCompetitive Our flexible time-off policy allows all employees to take planned and unplanned time off as neededMileage reimbursement for business travel separate from your commuteCommuter assistance plans to offset the cost of commuting into our headquarters (on-site parking or metro)Opportunities for professional development and mentorship that can strengthen your effectiveness through Principle Based Management and other industry specific programsStand Together helps social entrepreneurs supercharge their efforts to help people improve their lives. We connect them with passionate partners and the resources necessary to make a greater difference. Through our philanthropic community, we tackle some of the nation's biggest challenges so that every person has the opportunity to realize their extraordinary potential. Stand Together partners with people from diverse perspectives and backgrounds—including people in education, business, community non-profits, and public policy—to accomplish more together than any of us could on our own. Our Values Working at Stand Together is different from many other organizations. We have a relentless commitment to a culture based on a business philosophy called Principle Based Management® (PBM®). Informed by the principles that allow a free and open society to flourish, PBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. We believe that diversity in experiences, perspectives, knowledge and ideas fuels creativity, broadens knowledge, and helps drive success. That’s why we’re proud to be an equal opportunity employer and strive to treat all employees and applicants with honesty, dignity, respect and sensitivity. We welcome all qualified applicants regardless of color, race, religion, religious creed, sex, gender or gender identity, gender expression, sexual orientation, national origin, citizenship, ethnicity, ancestry, age, physical disability, mental disability, medical condition, pregnancy (including medical needs which may arise from pregnancy, childbirth, or related medical conditions), military and veteran status, genetic information, marital or familial status, political affiliation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
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